PAUL OLIVER L. ESTORNINOS A : B5 L21 Daisy St. Villa Luisa Homes 2, Dasmari ñ as, Cavite, Philippines C : +63 9474240699 E : blueprince021@yahoo.com WORK EXPERIENCE 1. KMC Global Solutions Picadilly star bldg. 4th Avenue, corner 27th Street, Fort Bonifacio Global City, Nov 2021 – Present Technical Support Specialist L1 Supports customer with their general inquiry P er forms network connection troubleshooting specific for home security systems Assists with hardware and over the phone trouble shooting for IP camera system Assists with order taking and tracking via Shopify Logs and tracks tickets via Zendesk 1. OPTUM GLOBAL SOLUTIONS Alabang, Muntinlupa, Phil. SEP 2019 – NOV 2021 IT Service Desk II Resolves online user issues with the use of company provided technical software and engages with users via live chat, phone, web conference and emails. Regularly reports to users regarding the progress and estimated timeline on resolving their technological concerns. Consistently delivered and implemented quality units with functional features and minimal defects through thorough testing and using appropriate protocols. Supported applications such as O365 Azure applications, Jabber, VPN, Citrix VMware and used ServiceNow as the ticketing application. 2. ATOS PHILIPPINES MOA complex, Pasay city, Phil. JAN 2017 – SEP 2018 IT Service Desk I Delegated as an IT Service Desk associate for AETNA Provided technical assistance and support for queries and issues related but not limited to computer systems, software issues and hardware concerns. Responded to users via chat, email and phone calls Supported application like Microsoft O365 applications, Virtual machines, jabber, skype for business and Microsoft Lync, active directory concerns, etc. EDUCATIONAL BACKGROUN D College: De La Salle University Dasmarinas Sy 2008 - 2010 A second - year undergraduate of BS Architecture Scholarship awardee for honor achieving students TECHNOLOGY SKILLS IT SKILLS SKILL LEVEL NO. YEARS 1=Basic, 2=Familiar, 3=Competent, 4=Expert Computer Hardware knowledge 3 5 Computer Software Knowledge 3 5 WAN/LAN 3 5 VPN /VDI Technologies (VMware,Cisco) 3 3 Internet applications/CRM software 3 5 IT ticketing system (ServiceNow) 3 3 Remote support application (Bomgar,Anydesk) 3 3 Microsoft Azure/O365 2 3 Exchange server 2 3 3. SYKES ASIA BGC, Taguig, Phil. Jan 2016 – Jan 2017 Technical Support Representative Delegated as a technical support specialist for GOOGLE LLC Provided technical assistance for application issues/errors that users obtained through Google play store. Assisted users w ith issues such as but not limited to failed downloads, connection issues, application purchases, error codes encountered on specific applications, Google application errors, etc. Consistent “Voice of the customer” award achiever. Won multiple rewards prov ided by Sykes for Google to its agents that excel in supporting their customers/users. 4. IQOR PHILIPPINES Dasmari nas, Cavite, Phil. OCT 2013 – JAN 2016 Supported T - Mobile prepaid as a customer support specialist Assisted customers with their prepaid transactions and inquiries Was part of the pioneer team that launched Walmart program. Delegated as a customer support specialist then later moved to associate quality analyst role Consistent metrics achiever and NPS top performer. PERSONAL INFORMATION: Date of birth: April 1, 1991 Nationality: Filipino Marital status: Single ABOUT ME: Driven to achieve my goals and dreams that I can be proud to tell my kid someday Always striving to add more skills and knowledge to be able to better myself and the people around me Loves to take the opportunity to learn whenever it arises because I believe that we should never stop learning and knowledge will always be one of the b est things someone can obtain and share to others HOBBIES: Loves binge watching my favorite shows. Genres like horror, crime suspense and feel good ones Plays online and console games like CODM, DOTA, LOL and console favorites like the last of us, r esident evil series and a lot more. Plays basketball during free time ** I hereby declare that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. **